Class Central is learner-supported. When you buy through links on our site, we may earn an affiliate commission.

LinkedIn Learning

Customer Service: Problem Solving and Troubleshooting

via LinkedIn Learning

Write review
Simplilearn Ad

Lead AI Strategy with UCSB's Agentic AI Program — Microsoft Certified

Learn More → Coursera Ad

AI, Data Science & Business Certificates from Google, IBM & Microsoft

Learn More →

Overview

Google, IBM & Meta Certificates — All 10,000+ Courses at 40% Off
One annual plan covers every course and certificate on Coursera. 40% off for a limited time.
Get Full Access
Learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications.

Syllabus

Introduction
  • Build your customer service skills
  • Make customer service easy: Standard operating procedures
1. Common Sense Customer Service: A Two-Step Approach
  • Explore a model for common sense customer service
  • How to respond when the customer is right
  • What to do (or say) when the customer is wrong
2. Critical Customer Service Problem-Solving Skills
  • Diagnose a customer's concerns as the first step
  • Listen and listen carefully
  • Validate the client's concerns: Three steps for success
3. Critical Troubleshooting Skills
  • Calming down angry and upset customers
  • Give the customer options in unique situations
  • Communicate bad news with customers
4. Customer Service Mindset and Playbook
  • Maintain your mindset during stressful times
  • Build your own customer service playbook
Conclusion
  • Being strong at problem-solving and troubleshooting

Taught by

Noah Fleming

Reviews

4.8 rating at LinkedIn Learning based on 5212 ratings

Start your review of Customer Service: Problem Solving and Troubleshooting

Never Stop Learning.

Get personalized course recommendations, track subjects and courses with reminders, and more.

Sign up for free
Someone learning on their laptop while sitting on the floor.